Summary

Ø  Solid 7 years of work experience in various environments such as Customer Support and Technical Support via chats, email and voice. Work Force Management, Client Relationship Management, Transition Management, Internal Recruitment, Application Management and Support.

Ø  Excellent Presentation, People Management, Communication, Analytical and problem solving skills.

Ø  Performance Management and appraisals, Attrition Controlling, Counseling activities, Strong Leadership and Decision making skills, Handling SLAs.

Ø  Highly competent in analyzing business requirements and translating them into application specifications.

Ø  Effective negotiation skills and proven interpersonal communication skills.

Ø  Application analysis experience in a multi-tier environment (particularly using Windows and/or web).

Ø  Strong and proven project planning and management skills.

Ø  Experience in Application Support, Analysis and Management for Business Operations in a growing, fast paced environment.

Ø  Process Mapping, developing Standard Operational Procedures and Training documentation.

Ø  Strong focus on quality control and ability to build teams globally.

Ø  Ability to handle multiple projects with stringent deadlines.

Ø  Excellent knowledge of operational processes, procedures, communication, (written and verbal), conceptual and analytical skills, people & client management skills, project & time management skills.

Ø  Skilled at quickly adapting to new areas of work, determining creative and alternative approaches, and driving approaches to completion.

Ø  Enthusiastic worker willing to travel, as necessary, to get the job done.

Ø  Strong leadership abilities. Willing to lead projects that require immediate action/direction.

Ø  Vision/goal-oriented. Sees the "big picture" and strives to obtain the end result.

Work History

Work History
Mar 2010 - Present

Client Support Lead

AT&T Global Business Services India Pvt Ltd

Ø  Provide Level 1, 2 or 3 Client Care functional and technical support for our clients' business applications in a large-scale highly networked environment.

Ø  Work on Application integration connections and adapters, provide general technical support, Manage and escalate vendor issues, check Backup processes, Restore processes, Upgrades/patches bug fixes, Monitoring tools and processes

Ø  Exercise independent judgment in monitoring systems and applications.

Ø  Troubleshooting problems, documentation, problem isolation, and arranging support from Client Services personnel.

Ø  Maintains focus on client expectations and overall satisfaction.

Ø  Provides input and suggestions to clients to help them use their supported applications.

Ø  Extremely good understanding and demonstrated experience with functional aspects of assigned application(s), system administration and familiarity with large-scale operational environments.

Ø  Working under limited supervision to troubleshoot variety of functional and technical problems, and recommend appropriate action.

Ø  Coordinating with other departments, up to and including mid-level management.

Ø  Fully contributing team member whose work is significant to the project.

Ø  Working beyond routine nature of tasks and utilizes specialized knowledge and technology.

Ø  Change request process flow management and Service testing and verification perform scheduled reboots.

Ø  Provide first line escalation and troubleshooting for urgent non-critical issues.

Ø  Weekly performance statistics reporting and trending.

Ø  Participate in regular production issue status meetings with clients.

Oct 2007 - Jan 2010

Team Lead - Application Support

Magna Infotech
at Princeton Information Offshore for Johnson & Johnson (NA and EMEA Regions).

Ø  Team Management (Spearheading a team of 1 Resolution Specialist, 1 QA and 12 Associates for managing a voice and email based technical support for 40 applications) and Strategic consulting for World Wide Commercial Pharmaceuticals analyzing support trends, processes and support metrics to identify cost savings, cost avoidance's, and process improvements. 

Ø  Developed and implemented a global support model to broaden scope of support for EMEA.

o    Harmonization of best practices between North American and European teams.

o    Synergized North American Level 1 support with EMEA Level 2 and Level 3 Support

Ø  Developed monthly management metrics like overall team utilization, SLA compliance, customer satisfaction and cost savings/avoidance for the supported operating companies.

Ø  Managed the documentation process of new applications.

o    Expanded Support portfolio from applications to Intranet Portals.

o    Coordinated and Manage the On-boarding of all Global SharePoint Publishing Sites.

o    Coordinated and Managed the On-boarding of ATG Intranet portals.

Ø  Prepared weekly, monthly and quarterly coordination briefs for clients and team members to provide status updates of ongoing projects, overall metrics for the support team, and new process improvement initiatives.

Ø  Developed & Implemented Quality Assurance initiative for project and support related activities.

Ø  Ensured timeliness and quality of service delivery for all contractual SLAs and customer queries, concerns and issues.

Ø  Developed Team Synergy programs for motivation and rolling out contests to maintain high energy levels at workplace.

Ø  Formulated performance measurement metrics for associates.

Ø  Done regular performance reviews and yearly appraisals for my team members.

Ø  Actively participated in recruitment of new hires for the company.

Ø  Proactively identified gaps, report on quality trends, and made recommendations for process re-engineering opportunities to enhance the customer experience.

Ø  Conducted internal process audits & process reviews for ensuring strict adherence to the process parameters & systems.

Ø  Improving service quality, consistency and ensured sharing best practices to enhance team's performance.

Ø  Conceptualized & developed cross-training modules for developing multi skilled work force for optimum efficiency.

Ø  Planned training schedule and successfully covered teams from both regions (NA and EMEA) which resulted in improved resolution scores and drop in transfer rate.

Ø  Created various reports, spreadsheets for data analysis and improvement tracking. Reports representing data in various formats were presented to see all aspects of progress.

Ø  Compiled and processed client data vis-a-vis agent's data at the process level for creating the weekly review deck.

Ø  Planning targets, monitoring production, and achievement of overall targets on a daily, weekly and monthly basis.

Ø  Held regular team meetings & 1:1 with Team Members to ensure that there is constant flow of information and knowledge dissemination & proactively identify and resolve issues.

Ø  Monitored the overall functioning of team, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.

Ø  Involved in professional and personal development of individual team members by identifying training needs, progressive disciplinary actions.

Ø  Regularly monitored the performance of associates in team and undertake performance review as per the review calendar.

Ø  Coached team members using robust mechanism of auditing, sharing feedback & inputs.

Ø  Conducted training sessions and reporting of compliance issues. Identified training needs for agents based on Call Monitoring Sheet (CMS).

Application Support Engineer

Roles and Responsibilities:

This role included Transition of application support as a process, providing application support for end users and new hire training and documentation.

Applications and Processes Handled:

eRoom, Webpublisher, Documentum, Inquisite, eUniversity, VPN Access, PKI tokens, SRM, Janssen Speakers, SameTime, Microsoft Communicator, ATG Portal Administration, Newsnet, Webtrends, Inhouse Laptop building and management.

Transition:

Ø  Managing Transition of Applications (Business Processes) with focus on coordinating and facilitating migration from onshore to offshore centers along with knowledge transfer, quality control measures, matrices and service level requirements for successful implementations, and ongoing quality control management.

Ø  Process Mapping (As-Is and To-Be), knowledge extraction and SOP documentation.

Ø  Knowledge transfer, Training and Quality Control plans.

Ø  Act as a focal point for Process Change and Quality Control updates.

Ø  Actively involve in Solution designing, progress tracking, Reporting & Communication Management.

Ø  Identify and manage risks during transition.

Ø  Build relationship with the counterpart and onshore operations.

Ø  Work proactively with my team (Operations) to identify opportunities for process improvement.

Ø  Track, update and submit Application (Transition Project) deliverables including Process documentation and Due Diligence.

Ø  Responsible for co-ordination with respective Application Owner (Transition Manager) in implementing business processes with appropriate documentation, and providing quality control and training support for an effective implementation and on going operations management.

Application Support:

Ø  Overseeing and managing the planning, deploying and evaluation of all learning and knowledge solutions. Solutions range from classroom education, on-line knowledge trainings, web lectures, e-Learning courses, webinars, blended learning programs and other learning alternatives / solutions including "Wikis" for the LMS called eUniversity.

Ø  Assist with the development of document management solutions using EMC Documentum .

Ø  Support the technical design and implementation of an EMC Documentum repository.

Ø  Administering all web & server based applications, analyze & troubleshoot application data & applications, and to monitor & maintain application stability and health.

Ø  Analyze application's functionality in a multi-tier environment (particularly using Windows and/or web).

Ø  Understand and support every feature of the application to the lowest level of functional detail.

Ø  Satisfy the Project Coordinators in providing effective Help desk support on a daily basis.

Ø  Help the end users in extracting application data using Ad Hoc reports and database queries as and when required.

Ø  Establish a clear communication channel between the various project stake-holders including Users, Project Coordinators, and the other relevant Tech Support teams.

Ø  Understanding complex data relationships and co-relating data across different dimensions.

Take responsibility for responding to user queries and other help desk activities.

Nov 2005 - Oct 2007

Work Force Analyst

Mahindra Satyam BPO (formerly known as Nipuna Services aka Satyam BPO)

Client: AT&T (DSL and DIAL)

Team Size: 320

Roles and Responsibilities:

Ø  Providing support to set standard business applications and manage the user community within the constraints of time & quality to meet the agreed Service Level Agreements.

Ø  Establish successful relationship with different functional people to get their feedback and ensure satisfaction.

Ø  Define support processes, execution methodology for call tracking and closure.

Ø  Ensure compliance to the support processes and procedures.

Ø  Ensure effective call resolution of user issues as per agreed SLA.

Ø  Manage changes/modifications in the application/system as per defined procedures and ensure compliance.

Ø  Identify areas to improve operational effectiveness and implement changes to improve customer satisfaction.

Ø  Ensure that the achieved SLA's are shared regularly with the specific community and seek regular feedback on SLA's.

Ø  Liaison with external vendors / partners to provide effective & complete resolution to problems.

Ø  Escalate / communicate transparently critical issues / calls impacting business to the line manager and appropriate scientific group.

Ø  Ensure desired training for helpdesk to provide first level support on applications.

Ø  Conduct trainings for user community on regular intervals to minimize support calls.

Ø  Update the management and the client by sending the specified reports.

  Sr. Technical Support Executive

  Client: AT&T DSL

Ø  The job profile involved in tracking the customers' accounts using the specified ticket tracking system (Siebel and oracle applications) update accounts accordingly.

Ø  Troubleshooting Internet connection related issues with DSL modems / Routers connecting multiple computers (wired / wireless), issues with email clients (MS Outlook, Outlook Express, Incredemail, MAC mail etc) and Internet Security Suite.

Mar 2004 - Feb 2005

Contact Center Executive

Webhelp Global Services Pvt Ltd

Client II: Sony

Roles and Responsibilities:

Ø  Interacting customers via Voice, Chat and Emails to help with pre and post sales questions.

Ø  Troubleshoot issues relating to Sony's e-commerce site through Voice, Chat or Emails.

Ø  Help and explain the Customers about various options available for them.

Ø  Troubleshoot Image Station Express, a picture editing and uploading software.

Ø  Act as a bridge between the Client and the customer by being the first point of contact.

Ø  Prepare documents relating to the process by editing the updates.

Client I: MSN Hotmail

Team Size: 70

Roles and responsibilities:

Ø  Handling the queries of the customers of MSN Hotmail through e-mails using CSS.

Ø  Mentor the team with Technical and Policy issues.

Ø  Handle escalated emails.

Feb 2004 - Oct 2004

Customer Care Associate

IVY Comptech Pvt Limited

Process: Casino Customer Care

Roles and Responsibilities:

Ø  Attending inbound international calls, chats and emails to provide outstanding customer service.

Ø  Solving customer queries.

Ø  Managing and updating customer & client database.

Ø  Acting as a primary interface for all customer service enquiries.

Ø  Building a fruitful and cherishing relationship with the client.

Ø  Ensuring all unresolved faults, queries and complaints are passed onto the next level of support.

Ø  Fully adhering to the complaints and escalation system and procedures.

Ø  Handling inquiries and reporting to Concerned Authorities.

Ø  Undertaking other duties as required by the reporting manager.

Updating them with the latest information on a product or a service and assisting them with their queries.

Education

Education
Jun 1998 - Mar 2000

Intermediate

BIE, AP
Jun 1997 - Apr 1998

Class X

Secondary School Certificate